Did Kulula just de***** me by quoting for a flight change and then charging more than double?

I went online to change a flight. The Website was slow and I couldn't get to the area to change my flight details. I called the call center and a lady answered and took me through the changes, which amounted to R798.01 to change a R1700 flight booking. I sadly had to make this change, even at this ridiculous fee. The agent helped and said that I should do it online and took me through the steps because she would need to add R150 if I did this via the call center. We got to the quote, and I went through the details and she confirmed that the change fee would be R798.01 as per what was on my screen. I went through the process and paid the fee. While waiting for the site to process the change, I saw an error message that said "Internal Server Error" but got to the successfully paid screen. I received the email with the change details, including the R798.01.

However, R1948.01 was taken off my card. I immediately called back and spoke to another agent. She said the change was because I changed both my flights, not just the one. I still have the evidence that I made no such changes. After confirming, she said I had canceled the one flight, which I did not. She then confirmed that both flights were still there on the correct dates.

I asked to speak to her supervisor because I was told she needed to log a call to investigate, and only after that could they look at the fees. I said that I was not comfortable being charged more than double what I was quoted and wanted resolution faster.

The supervisor started quoting policy and did not even listen to my concerns. I am now seriously concerned that I have been de*****ed by Kulula by them quoting R798.01 and taking R1948.01 off my credit card. The supervisor made things worse by not listening to me and effectively becoming very abrasive.

I still have no resolution, and all I have is a "promise" from the supervisor that she will get her manager to phone me at some point today because he or she was in a meeting. It seems that Kulula customer service or experience oriented managers are conveniently always in meetings.

I placed the call at 09:28 and was on the call for 8 minutes and 30 seconds when doing the flight change. The subsequent call was at 10:04 and was 41 minutes and 3 seconds.